The Squawk Point

Organisational Mechanics

  • Home
  • Blog
    • People
    • Data
    • Process
    • Wild Cards
    • Index
  • Podcast
  • Book

Raw Fish

23 January, 2010 by James Lawther Leave a Comment

Have you ever visited Yo Suhi?  If you haven’t have a look at the video. The restaurant is a marvel in terms of giving customers what they want without any fuss.  You take the food that you want off the conveyor belt.  The chefs just keep it topped up.  If you want service there is […]

Filed Under: Blog, Process Improvement Tagged With: continuous improvement, fast food, video, Yo Sushi

Can We Win The Afghan War?

22 January, 2010 by James Lawther Leave a Comment

Apparently the Afghan police have an attrition rate approaching 25%. Consequently there is huge pressure to recruit, just to keep the numbers up. The Afghan authorities have clear policies about who makes a suitable recruit, but tragically these are not being followed. On the 3rd November 5 British soldiers and 2 Afghani police officers were […]

Filed Under: Blog, Process Improvement Tagged With: process control, recruitment

You Are Kidding Me, Right?

22 January, 2010 by James Lawther Leave a Comment

A BBC photographer has been stopped from taking pictures of St Paul’s Cathedral by the police. The PC did this because there was a risk that the photographer could have been an al Qaeda operative planning on blowing the building up.  You can see the BBC news clip here. I doubt very much that the […]

Filed Under: Blog, Process Improvement Tagged With: bureaucracy, risk assessment

No Way In

18 January, 2010 by James Lawther Leave a Comment

I found this picture on the “learning about lean” blog.  It made me smile. This is an obvious case of mixed messages, but it isn’t just a problem for sign posts.  Have you ever come across the same issue when you are filling in a form and wondered what on earth you are supposed to […]

Filed Under: Blog, Operations Analysis, Process Improvement Tagged With: error proofing, road sign

Making Your Own Luck

14 January, 2010 by James Lawther Leave a Comment

Yesterday I wrote about the horrible consequences of getting things wrong (Somebody Didn’t Care Enough to Be Right).  However, there is another side to the coin. On 15th January 2009 at 3:31pm Eastern Standard Time, US Airways Flight 1549 ditched into the Hudson River.  All 155 occupants were safely evacuated from the airliner.  This video […]

Filed Under: Blog, Employee Engagement, Process Improvement Tagged With: aviation, process control, training, video

  • « Previous Page
  • 1
  • …
  • 48
  • 49
  • 50
  • 51
  • 52
  • Next Page »

Explore

accountability assumptions beliefs best practice blame bureaucracy capability clarity command and control communication complexity continuous improvement cost saving culture customer focus data is not information decisions employee performance measures empowerment error proofing fessing up gemba human nature incentives information technology innovation key performance indicators learning management style measurement motivation performance management poor service process control purpose reinforcing behaviour service design silo management systems thinking targets teamwork test and learn trust video waste

Receive Posts by e-Mail

Get the next post delivered straight to your inbox

Creative Commons

This information from The Squawk Point is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Creative Commons Licence
Customer Experience Update

Try This:

  • Fish Bone Diagrams – Helpful or Not?

  • Call Centre Metrics the Zappos Way

  • Shit Happens

  • What is Sample Bias?

Connect

  • E-mail
  • LinkedIn
  • RSS
  • YouTube
  • Cookies
  • Contact Me

Copyright © 2025 · Enterprise Pro on Genesis Framework · WordPress · Log in